Psychology of You

Quick reference

• 00:04 Welcome back.
• 00:06 In this video, we're continuing to talk about the psychology of customer service.
• 00:11 We talk about, what does the psychology of your company need to be?
• 00:14 What is the psychology of your customers, and
• 00:18 now we're gonna look at what is the psychology of you?
• 00:22 And the first thing, the most important thing that you need to remember when you
• 00:27 come to work every day is, you need to come to work with a positive attitude.
• 00:33 Isn't that true?
• 00:35 If you want to deliver truly excellent customer service and
• 00:38 you wanna create customer loyalty where that customer will never leave you,
• 00:42 you need to be in a positive attitude.
• 00:44 Regardless of what else is going on in your life,
• 00:46 because life happens doesn't it?
• 00:49 But when we step in front of that customer, all that needs to go away.
• 00:53 The only thing that's important is that customer.
• 00:56 So when you have a positive attitude, that sets the tone for this relationship.
• 01:02 It sets the tone for this transaction.
• 01:05 If you're in a negative attitude and you're frowning like this, or
• 01:09 standing like this.
• 01:13 What message does that send?
• 01:15 Or if your client walks in and you're just kinda careless attitude and
• 01:20 your texting and you look up at them, be with you when I'm done with this text.
• 01:25 What kind of message does that send?
• 01:27 You need to have a positive attitude that you're happy to see that person,
• 01:31 that you want them to be there.
• 01:34 That's the first thing, the second thing is that thankful mindset, right?
• 01:38 If you go back a few videos,
• 01:39 when we talked about customers are your livelihood.
• 01:42 Without customers, there's no business.
• 01:44 You're not paying your bills.
• 01:45 You're not getting that opportunity for advancement and pay raises.
• 01:49 That all goes away.
• 01:50 You have to have that thankful mindset, and
• 01:53 you have to tell your customers thank you everyday.
• 01:57 Every day, every single customer, okay?
• 02:00 Even the upset customers cuz hopefully,
• 02:03 with these tools, you'll be able to turn them around every time, okay?
• 02:08 So next, I love acronyms.
• 02:10 This next acronym is called SEC, S-E-C, because it only takes a sec to do.
• 02:17 So the first thing in SEC is smile.
• 02:21 You have to smile.
• 02:23 When you smile, by the way,
• 02:25 do this while you're sitting there right now, put a big smile on your face.
• 02:28 If people are around, that's okay, if they're looking at you, just wave at them.
• 02:31 Just put a smile.
• 02:33 And try to get upset while you're smiling.
• 02:36 Just really do it, you gotta smile.
• 02:38 But just get upset, see if you can do it.
• 02:42 You can't do it, can you?
• 02:43 They've done studies and taken clinically depressed people and
• 02:47 put them in front of a mirror and had them smile for 20 minutes.
• 02:52 They couldn't get into depression.
• 02:54 Which is a very serious thing in our country, isn't it?
• 02:58 It's a very serious ailment.
• 03:00 But the smile, it just gets your endorphins going and
• 03:04 it's contagious, isn't it?
• 03:05 When you smile at somebody, don't they wanna smile back?
• 03:08 Okay, now if there's an upset customer, you can only smile for so long or
• 03:12 you'll get punched in the face.
• 03:14 But you start the transaction with a positive attitude,
• 03:17 thankful mindset and a smile.
• 03:20 I think you get the point.
• 03:21 Next is eye contact.
• 03:23 Make eye contact, because if you are focused with eye contact,
• 03:28 that shows that you care for what they have to say.
• 03:31 You're really trying to understand what they're trying to convey to you.
• 03:36 You're more engaging, okay?
• 03:38 So if somebody's talking to you and you're just kinda looking down or even if you're
• 03:42 looking towards them and you're just kinda not there, you're not present.
• 03:47 So make eye contact and be present and really listen, and
• 03:49 we're gonna give you some skills to work on that as well.
• 03:52 Okay, next compliment or a comment, I love this stuff okay.
• 03:58 So a compliment, a compliment hey, I love that shirt or hey that's
• 04:03 a nice necklace, or you can comment on the weather, hey it's hot in here isn't it?
• 04:08 It's hot out today.
• 04:10 So whatever that is, a little compliment or a comment.
• 04:13 And that's gonna build something called rapport, a commonality.
• 04:16 It's where you start building your relationship, just as any other
• 04:20 relationships you've built with friends or coworkers or anybody else, okay?
• 04:25 So a compliment or a comment.
• 04:27 I like Mexican food.
• 04:29 I went to this Mexican food restaurant, it's pretty cool.
• 04:32 It's not fast food but it's not really a sit down restaurant.
• 04:35 But what you get to do is you come through and you build your burrito or
• 04:39 you build your.
• 04:41 Your salad or whatever it's gonna be and
• 04:43 so you're kinda in line and you're stepping down the way.
• 04:46 And there's a lady behind me and at one point, the person who is preparing
• 04:51 her food looked up and said hey, I really like that shade of lipstick.
• 04:55 And she said it pretty loud, I mean you could hear it, but the lady next to me she
• 05:00 says, excuse me what did you say and the lady repeated herself,
• 05:06 the worker, she said, I really like that shade of lipstick on you.
• 05:11 And I could see the joy in the lady behind me, just a smile came on her face,
• 05:16 she blushed a little bit and she just got so excited just with one little comment.
• 05:22 She could have made her day.
• 05:23 She could have made her week.
• 05:25 Who knows what this lady was going through?
• 05:27 Just one simple compliment, was an act of kindness.
• 05:31 Have you ever been having a bad day and
• 05:33 somebody just did some little act of kindness?
• 05:36 Maybe it was a stranger?
• 05:38 And you just felt a little bit better?
• 05:40 Put some faith back in humanity?
• 05:43 Yeah, just a little bit of kindness goes a long way, okay?
• 05:47 So let's review.
• 05:49 You start with a positive attitude.
• 05:51 A positive attitude is gona set the tone for
• 05:54 that transaction, and build that relationship.
• 05:58 Next, you wanna thankful mindset.
• 06:00 You wanna have that, tell them thank you.
• 06:03 And be thinking that thankful mindset.
• 06:06 And next, S-E-C, SEC.
• 06:09 Smile, eye contact, and compliment or comment.

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